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utm9 not connecting to sum

I got a total of 30 devices connecting to one sum - 29 work perfectly fine. One does not and shows as "offline" in the Gateway Manager..
Sadly that one is in one of our bigger locations.
SUM Firmware: 4.300-4
UTM Firmware: 9.304-9

The last message I can see under SUM HEALTH is:
"starting '/usr/sbin/acc-agent.plx'"

and the live log keeps showing me this in a continuous loop:

 1 is not connected. Trying to connect
 Updating SUM IP address for path: acc/server1/server
 [1] Connecting to SUM (ip=***.***.***.***, port=4433).
 [1] Using SUM SSL connection.
 [1] We are now connected (ip=***.***.***.***, port=4433).
 SUM ehlo notification from [1]
 Found SUM version 4.300004. Treating it as release 4.3.
 Full SUM support is granted as the current SUM version isn't lower than the minimal required SUM version of: 4.2
 [1] Received 0 bytes (eof).
 Not reporting inotify: no role
 timer2 -> module 1 not executing: denied by role
 timer2 -> module 2 not executing: denied by role
 timer2 -> module 3 not executing: denied by role
 timer2 -> module 4 not executing: denied by role
 timer2 -> module 5 not executing: denied by role
 timer2 -> module 6 not executing: denied by role
 timer2 -> module 7 not executing: denied by role
 timer2 -> module 1 not executing: denied by role
 timer2 -> module 2 not executing: denied by role
 timer2 -> module 3 not executing: denied by role
 timer2 -> module 4 not executing: denied by role
 timer2 -> module 5 not executing: denied by role
 timer2 -> module 6 not executing: denied by role
 timer2 -> module 7 not executing: denied by role

I put *** for the IP - that one is correct.


I also connected via ssh to the sum and the IP of that particular utm does not show up when I do: lsof -p  | grep 4433 - I got all of the others though.


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  • Hey, that issues has now been fixed - there was one device listed as being "offline" and another had the wrong name but correct IP - we joined those and it works just fine.
  • I'm encountering this identical error but am unclear on your fix - we have 50+ devices connected successfully to our SUM and one that won't connect. Same error, same log readout as you described. 

  • Hey  

    Have you already tried disabling Central Management on the UTM, then deleting any entry for this specific UTM on the SUM?
    Then attempting to re-establish connection by re-enabliing Central Management on the UTM.

    Please take a look at the following relevant threads to verify if any of the solutions are able to resolve your issue.

    Thread 1 | Thread 2

    Regards,

    FloSupport | Community Support Engineer


    Florentino
    Director, Global Community & Digital Support

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  • I've tried disabling and re-enabling central management on the UTM several times, without success.  I tried resetting the GUID via SSH, still no luck.  There aren't any entries for this device on the SUM that I can see - it was connected to this SUM previously, but if there's some 'ghost' entry for it, it isn't visible in the card view or in any other part of the GUI I can find. 

     

    I ended up wiping the UTM completely, and am rebuilding it now to see if that resolves the issue.

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  • I've tried disabling and re-enabling central management on the UTM several times, without success.  I tried resetting the GUID via SSH, still no luck.  There aren't any entries for this device on the SUM that I can see - it was connected to this SUM previously, but if there's some 'ghost' entry for it, it isn't visible in the card view or in any other part of the GUI I can find. 

     

    I ended up wiping the UTM completely, and am rebuilding it now to see if that resolves the issue.

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